摘要
目的探讨新形势下多层级危机公关体系在术后猝死患者医疗纠纷处置中的应用价值。方法根据事先培训预防、事中介入沟通、事后整改考核的原则构建由当事科室、医患办、保卫科、律师及院领导等形成的多层级危机公关体系及处置预案。回顾性分析比较运用该体系处置术后猝死患者医疗纠纷前后医务人员防范意识、死亡纠纷发生率、术后猝死纠纷发生率、赔付额占比、出院病人满意度等指标变化。结果医务人员防范意识和出院病人满意度有明显提高,术后猝死纠纷发生率、赔付额占比有明显下降(p<0.05)。但死亡纠纷发生率下降差异无统计学意义(p>0.05)。结论多层级危机公关体系能够有效预防和处置术后猝死患者医疗纠纷,具有较高应用价值。
Objective To explore the application value of multi-level crisis public relations system in the settlement of medical disputes in patients with sudden death after operation.Methods According to the principle of pre-training prevention,intervention communication and post-rectification,the multi-level crisis public relations system and the disposition plan were formed by the clinical departments,department of doctors and patients,security departments,lawyers and hospital leaders.A retrospective analysis was done to compare the changes of the medical staff＇s awareness of prevention,the incidence of death disputes,the incidence of postoperative sudden death disputes,the proportion of compensation and the satisfaction of the discharged patients before and after the application of this public relations system.Results The medical staff＇s consciousness of prevention and the satisfaction of discharged patients increased significantly.The incidence of postoperative sudden death disputes and the proportion of compensation decreased significantly（P〈0.05）.However,there was no statistically significant difference in the incidence of death disputes（P〈0.05）.Conclusion Multi-level crisis public relations system can effectively prevent and deal with the medical dispute of sudden death after operation,which has high application value.
作者
冯刚
孟伟琴
张伟
顾义
FENG Gang;MENG Wei-qin;ZHANG Wei;GU Yi(Shaoxing People＇s Hospita)
出处
《医院管理论坛》
2018年第10期21-23,共3页
Hospital Management Forum
关键词
危机公关
医疗纠纷
手术
猝死
Crisis public relations
Medical disputes
Operation
Sudden death
